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Enterprise Support Engineer II

MasterControl is an international software solutions company that provides software solutions for regulated companies to comply with rigid quality standards. Our customers include medical device, pharmaceutical, and food companies that must conform to FDA regulations, as well as general manufacturing companies that require a high level of quality compliance, such as those found within ISO standards.

Summary

The Enterprise Support Engineer (ESE II) provides in depth, high-level technical support to MasterControl customers. The ESE II maintains systems-level expertise and root cause-level troubleshooting while resolving advanced technical issues for customers. ESE II's work with fellow team members, service consultants, sales operations and other company resources to increase customer satisfaction and loyalty. ESE II's are responsible for special projects, and will maintain one or more team projects that track team analytics and team success. ESE II's will be subject matter experts (SME) in one or more subjects pertaining to the support of MasterControl Customers. ESE IIs are responsible for the identification of software defects and the reporting of such to engineering while providing interim solutions and workarounds when necessary. This position works with other internal resources to ensure that issues are resolved in a timely fashion. ESE IIs follow technical support industry standard best practices, concepts, and procedures. A certain degree of creativity and latitude is required.

Responsibilities

* Exceeding customer expectations by providing an individually tailored service experience.
* Identify and resolve customer incidents via incoming calls, emails, etc.
* Adhere to team processes, alignment with team objectives and goals.
* Provide customers with knowledge regarding software functionality and best practices.
* Identify and reproduce software defects for submission to development.
* Able to generate and represent statistical reports.
* Provide Customers with root cause analysis and in depth troubleshooting.
* Meet and exceed Service Level Agreements through effective incident management.
* Performs software implementation, installation and upgrades to MasterControl customers.
* Updates and maintains reports for customers and key internal contacts.
* Provides backup support to other ESE team members.
* Works directly with escalation engineers to assure resolution of critical customer issues.
* Provide and participate in technical training and knowledge transfer for new or complex products.
* As directed, performs special projects.
* Some travel may be required.
* Contribute to overall content and quality of knowledge base utilizing Knowledge Centered Support principle's
* Other duties as assigned.

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